Frequently Asked Questions
You can also place your order as a guest by ticking "do not create a customer account" when entering your email address. If you have a Paypal account, you also have the option to place your order via PayPal Express in the shopping cart. Your address data will then be transmitted to us by PayPal.
How can I change my password?
You can change your password here.
How can I cancel my order?
As long as your order has not yet been dispatched, you can cancel it by contacting our customer service.
Will my data be treated confidentially?
Yes, your data will be treated confidentially and all data will be transmitted encrypted via the so-called SSL certificate (Secure Socket Layer) and cannot be viewed by others. Your data will not be passed on to third parties without your expressed consent. You can further manage your cookie settings via Cookies in the footer.
Do you offer gift wrapping?
Yes, you have the option to have your order gift wrapped. The items will be gift wrapped in our Magic Box and ribbon. The hangtags are removed from the product and the invoice is placed outside the Magic Box. You also have the option to leave a personal note via the comments field, which will be handwritten on a card and enclosed with your parcel.
Who is responsible for the costs of import duties and fees from shipping service providers?
We will cover all costs of the shipment, including import duties and insurance of the goods, as well as any costs for accompanying documents. The return shipment is also free of charge for you.
Please note that orders above USD 2,500 shipped to the United States require a formal customs clearance. The carrier may contact you to retrieve your federal Tax ID or a social security number in order to complete the delivery to your doorstep.
Can I have my order delivered to a store?
Yes, you can have your order delivered to one of our stores free of charge or we can check whether the desired products are already in stock at your desired shop. To do so, please contact our customer service. You can always find out whether an item is available in our stores on the product detail page via the "In-Store Availability" link below the shopping cart button.
How long does it take for the delivery to reach me?
Delivery times vary depending on which shipping method you choose. You can check the delivery times of the respective shipping partners here. Standard delivery by DHL or UPS will be delivered within 2-3 working days. Orders made by DHL Express or UPS Express by 14:00 and in stock will be with you the following working day. For express delivery on a Saturday, please contact our customer service. Please note that during busy periods, our shipping partners may experience extended transit times.
Which size is right for me?
Simply click on the Size Guide on the product page to find the specific measurements and a size conversion chart for all sizes to help you pick the right size. Our customer service is happy to assist you with any further questions.
An item is sold out online. Can you notify me when it is available again in my size?
Yes, of course. If your favorite product is currently out of stock, click on the sold out size and add your email address to the waitlist to be notified as soon as the item becomes available again in your size. Please note that the notification does not reserve your item. If the item sells out again, you’ll need to repeat the process and re-enter your e-mail address.
How can I have my product repaired?
For your Iris von Arnim products purchased through our online shop or one of our stores, we offer a repair service. The repairs are carried out to the highest quality standards and exclusively by hand, which may take 5-8 weeks. For repairs, as well as complaints and comments about any of our products, please contact our customer service.
If you purchased a product through one of our official dealers, you need to contact them first.
What does Iris von Arnim do to be sustainable?
Iris von Arnim has been creating timeless cashmere pieces and understated luxury knitwear with a unique quality, touch and feel for more than 40 years. We take great pride in creating long-lasting products, transforming the ‘sweaters for life” ethos into reality.
Climate-neutral
We are excited to be able to call ourselves a CO2-neutral company. The total amount of CO2 reported is offset through cooperation with special international climate protection projects. The projects have been certified and the issuance and retirement of the certificates are transparently registered.
Climate-neutral shipping
All orders with standard shipping are shipped with the climate-neutral shipping of DHL GoGreen.
Recycled paper
Wherever possible we use certified sustainable paper sources for invoices, invoice sleeves, hangtags and other paper products. For example, our Cashmere Care card is made from 100% grass paper. Compared to virgin pulp, grass fibre production saves around 95% CO2 and 99% water.
We guarantee that we act in accordance with recognised social and environmental responsibility standards and that all operating processes are in line with ethical and sustainable business management. This extends from the selection and traceability of raw materials and production processes to our customers. In addition, our own operations and the entire supply chain have been completely CO2-neutral since 2019.